Skip to main content
Work through the section that matches your symptom. If none of them solves it, contact support with the details listed at the bottom; we usually find the cause in the logs quickly.

​
The try-on button is missing from product pages

The button renders only when three things are true: the app embed is enabled, the button block is in the template, and the product has try-on enabled. Check them in order:
1

Check the app embed

In Online Store > Themes > Customize, open App embeds (bottom of the left sidebar) and confirm Genlook Try-On is toggled on. This embed loads the SDK; without it the button hides itself.
2

Check the button block

In the same theme editor, open the product template the page uses and confirm the Genlook Try-On Button block is present. Stores with multiple product templates often have the block on the default template only.
3

Check the product is enabled

In the Genlook app, open Manage. Confirm the product is enabled directly, through one of its collections, or via Enable try-on on all products. Also check it is not listed in the Excluded tab.
4

Check you saved and published

Theme edits saved on an unpublished draft theme never reach your live store. Confirm you edited the published theme, or publish the draft.
Two rarer causes:
  • Out of stock: if the block’s Hide on Out-of-Stock Products setting is on, the button hides on unavailable products by design.
  • Stale cache: if you just changed settings, hard-refresh the product page (Cmd+Shift+R / Ctrl+Shift+R) before concluding something is wrong.

​
The button shows but clicking it fails

If the modal does not open, opens blank, or generations fail immediately:
  1. Check your plan and credits. In the Genlook app, open Billing and confirm the subscription is active and you have generations left this month. An expired card or an exhausted monthly cap is the most common cause of a widget that “suddenly stopped working”.
  2. Check for a JavaScript conflict. If the failure started right after a theme update or a new app install, that change is the prime suspect. Test in an incognito window; if it works there, a browser extension was interfering instead.
  3. Contact support. If neither explains it, email support@genlook.app with the product URL. We can see the failed requests on our side.

​
The Genlook block is not in the theme editor’s block list

  • Confirm the app is installed and active under Settings > Apps and sales channels in your Shopify admin.
  • If your theme is a Shopify 1.0 (vintage) theme, app blocks are not supported by the theme itself. Use the vintage theme installation instead; it takes about five minutes.
  • Still missing on a modern theme? Reinstalling the app safely re-registers the extension; your settings and credits are preserved.

​
Try-on results look distorted or unrealistic

Result quality depends heavily on the two input photos. Your product images should be high resolution (at least 1000px wide), well lit, and show the garment front-facing. Flat lays and ghost mannequin shots work; heavily angled or cropped shots do not. You can choose which image the AI uses per product via Settings > Default product image, or per product in Manage. Shopper photos should be front-facing, in decent light, and include the body area the garment covers. Use the Upload info text field in Widget Design to tell shoppers what to upload (for example, “a full-body photo works best”). Some categories generate better than others: shirts, dresses, jackets, and tops are the strong cases. If one specific product consistently generates poorly while others are fine, its imagery is almost always the reason; try a cleaner front-facing shot.

​
”Out of credits” or generations silently blocked

  1. In the Genlook app, check Billing for your remaining monthly volume.
  2. If you set a Monthly Generation Cap in Settings, check whether you hit it. The cap blocks generations even when your plan has volume left.
  3. Upgrade the plan or raise the cap; both take effect immediately.
Per-shopper limits (Generation Limits in Settings) can also block an individual shopper who used up their daily or weekly allowance. That shopper sees a limit message while everyone else generates normally, which is easily mistaken for a bug.

​
Still stuck?

Email support@genlook.app with:
  1. The product page URL where the issue happens.
  2. What you did and what you expected, one or two sentences.
  3. A screenshot or short recording of the issue.
  4. Your theme name and whether you changed themes or apps recently.
That is everything we need to reproduce most issues on the first pass. You can also check the FAQ for questions that are not bugs.